FEBRUARY 11, 2019

ORLANDO, FL

Re-engineering Check-in to

Improve the Patient Experience

www.HIMSSConference.org

#rethinkRCM

Overview

• Introduction

• How This Journey Started

• Implementation / Optimization Timeline

• Results

• Why Make This Change?

• Development Roadmap

Introductions

JON ALBERT, MS

CEO, Interim - Jewett Orthopaedic Clinic

• Responsible for planning and the directing of all clinical

and business operations

• Focused on high clinical quality and patient satisfaction

• Improving cost effectiveness and financial vitality

• Integrating Jewett’s strategic partnership opportunities

to increase market advantage, innovation, strategic

growth, and population health.

Introductions

DR. ADAM FENICHEL, MD

Orthopaedic Surgeon

• Sub-Specialty: Surgery of the Hand and Upper

Extremity

• Certified:

• American Board of Orthopaedic Surgery (1996)

• Surgery of the Hand (1999)

• Fellowship

• UCSD Medical Center (San Diego, CA)

• Shriner’s Hospital for Crippled Children (St. Louis, MO)

About Jewett Orthopaedic

• Providing top Orthopaedic care since

1936.

• Nine locations located in and around

Orlando, Florida.

• See 650+ patients each day, and over

140,000 every year.

Some of Our Clients

Serve as team physicians for:

• NBA’s Orlando Magic

• Orlando Solar Bears

• University of Central Florida athletics

• Orlando Ballet

• Cirque du Soleil

Self Registration / Check-in Automation

Evaluation

• Patient experience and engagement

• Staff experience and ambassadors

• ROI

• Development and integration (non-kiosk vs. kiosk site)

*Allocation of resources to include greeter at smaller practices

From Scheduling to Appointment

• Automatically run eligibility with minimal staff involvement

Interface with the scheduling system

• Format insurance response based on our clients needs

The platform provides ASC specific insurance benefits.

• Intuitive screen design

This reduces research time needed to fix issues. Appealing, clean look.

• Customer support

If eligibility doesn’t go through, we provides great customer support to determine the issue.

Check-in and Registration

• Enterprise Eligibility

• Point-of-Service Validation

• Concierge Service

• Automated Intake and HIPAA Documents

Multilingual Offerings

• English

• Spanish

• Haitian Creole

Kiosk Registration

91% Utilization Success

• Lobby design and kiosk location

• Peak check-in hours

• All staff are cross-trained as

concierge ambassadors

Social

Customer Expectations

• Since 2010 the # of smart-phone users in the US has increased by a factor of 4

• Almost ½ of the 2017 Black Friday on-line traffic was from smart-phones

• 125M smart-phone users in the US

• 81% of US Population are texters

Text Reminders

Mobile Pre-Check screens are:

• Clean

• Uncluttered

• With small amounts of information to process

Mobile Pre-Check Considerations

• Rate of Adoption

• Mobile Pre-Checkcuts your time in half

Appointment Reminders

and Mobile Pre-Check

• Text Message and Email to:

- Ask patient to confirm appointment

- Complete Mobile Pre-Check

Advance Remote Registration

• Desktop computer

• Tablet

• Mobile phone

Online Payments

Access Trends

Smart Phones

Patient Connection

Why Now?

Investment in Relevance

Economic

Investment in the Future

“Information technology and business are becoming inextricably interwoven.

I don’t think anybody can talk meaningfully about one without talking about

the other.”

Bill Gates

www.HIMSSConference.org

#rethinkRCM

Jon Albert and Dr. Adam Fenichel

Jewett Orthopaedic Clinic

@jewettortho